Service: Documentation

I spend most of my time working on-site with dealerships and service departments. One of the biggest hurdles I must address with employees of dealerships is a breakdown of communication due to poor documentation. This may seem like a very simple problem to fix but it takes effort and a process. The first breakdown in communication, that ultimately creates a snowball affect though out the whole dealership.  is the first contact with the customer. Dealerships [...]

By |2020-09-01T11:01:40-05:00March 11th, 2020|Service|

Service: Check-In Process

As season begins to heat up, it’s a perfect time to make some adjustments to your service processes that might have gotten a little rusty during the winter months.  As you know, profitability in the service department happens from following a good process and holding your people accountable to it.  Every process has a beginning; a first step that makes all the other parts of the process work.  In service, the first step of the [...]

By |2020-09-01T11:05:08-05:00March 4th, 2020|Service|

 Questions to Self-Evaluate Your Service Department

Your goal is to be able to say “yes” to 6 out of the 8 questions. If you are having trouble answering “yes” to many of these questions, you may need to invest time to get your service department processes in place. Do you maintain an accurate accounting of all your technicians’ time? We buy time by the hour, track it by the tenth hour and sell it by the half hour or hour.  Making [...]

By |2020-09-01T11:00:22-05:00February 28th, 2019|Service|

The Secret to Flat Rating

So, why should we use Flat or Standard Labor Rates (SLR)?  It’s good for both you and your customer.  From the customers perspective, it gives them the ability to know what the charge for the work is going to be regardless of the technician’s skill level.  If they have an “B” or “C” tech working on their machine, the billable hours could be much higher than what a flat rate would be doing an average [...]

By |2020-05-05T11:09:24-05:00February 11th, 2019|Service, Uncategorized|

The Nuts and Bolts of Technician Pay

In the compensation programs we recommend, the tech is paid an hourly rate based on their level of experience and the dealership location. For example, in the Midwest, a C-level tech might make $8-$10 dollars an hour. A tech in the Boston area, however, might need to be paid $14-$16 per hour. You know your area and what you have to pay to get a technician at the various levels, so adjust accordingly. In the [...]

By |2020-05-05T11:09:24-05:00January 28th, 2019|Service, Uncategorized|

3 Tools For the Efficient Service Technician

When visiting dealerships, owners & managers often ask me, “What can we provide the techs to help make them more efficient?” While there are plenty of things that we can provide techs, there are three key items that can prove very beneficial to the overall efficiency of your technicians. The first one is a wash bay. A wash bay can be a costly investment, however, if done correctly, will help your techs be more efficient [...]

By |2020-05-05T11:10:27-05:00January 14th, 2019|Service, Uncategorized|

Service Marketing- Winter Service Specials

Almost every dealership, regardless of the products you sell or services you offer, historically have a slow time of year. As we travel the country working with dealers, we have seen all sorts of great ideas come alive as they work to keep their businesses afloat during the slow season and start the year in the black. One great way to keep a dealership busy (and profitable) during the slow season is the effective use [...]

By |2020-05-05T11:10:27-05:00January 3rd, 2019|Service, Uncategorized|

Service Basics- The Triage Process

Triaging is vital to keeping our shops moving and our techs efficient. The triaging process happens after the equipment has been checked into the dealership, the work order has been filled out and hopefully signed by the customer, and a red ribbon has been attached to show the equipment has just been checked in. At 10:30 a.m. and 3:30 p.m., the service coordinator will go to the service manager or service writer, take the clipboards [...]

By |2020-05-05T11:10:27-05:00December 18th, 2018|Service, Uncategorized|

Service Basics- The Ribbon Process

For the month of December, we will be covering Service Basics. One of the most important processes in the service department is the use of ribbons on equipment. This is primarily the Service Coordinators’ job, but all members of the service team need to understand how using ribbons can help to increase efficiency and eliminate chaos. A red ribbon means the equipment has been at the dealership less than 24 hours and has not been [...]

By |2020-05-05T11:10:27-05:00December 13th, 2018|Service, Uncategorized|

Position Highlight: Service Coordinator & Shop Foreman

This week, we are highlighting two key positions in the service department: The Service Coordinator & Shop Foreman. Let’s get started. Service Coordinator: Supporting Service Techs The service coordinator is one of the positions we find that few service departments have but need! Once we’ve explained the role, almost every shop ends up hiring a service coordinator. In most dealerships, service techs are required to do things like sweep the floor, empty oil and drain [...]

By |2020-05-05T11:10:27-05:00November 29th, 2018|Service, Uncategorized|